Category: Eliant Articles

Sales from Referrals: Two Overlooked Opportunities

You need more than home quality to drive sales from referrals   Twisted my knee a couple of days ago. Not sure how. Probably doing something extremely strenuous, like getting into my golf cart. So, at 5:25 this morning, I limped out to my community spa for some whirlpool action. Turned the timer-dial to 20-minutes. […]

The Difference Between the Best Builders and the Pretenders

“There are only three metrics that tell you nearly everything you need to know about your organization’s overall performance: employee engagement, customer satisfaction, and cash flow.” – Jack Welch, former CEO, General Electric   I recently reviewed our list of over 150 builder clients, ranked in order of their customers’ willingness to recommend them to […]

Online Reputation Management

In a recent home owner satisfaction survey submitted to Eliant, a home owner complained that his wife was being frequently harassed (i.e. “courted”) by the builder’s sales person. The home owner’s comments were so detailed, so compelling, that I was convinced the sales person actually had been pressuring the wife to enter into an illicit […]

The Impact of Construction Quality on Referrals

Based on the results of surveys administered to hundreds of thousands of homeowners, Eliant has identified the survey categories and questions which had received the lowest level of satisfaction.   Each of the survey’s ‘Quality’ categories contains a number of detailed questions which are designed to provide builders with a prescription for improving the performance […]

Three Tips from the Nordstrom Training Manual

Is your company planning being around for the long pull or are you simply trying to sell houses? If you expect to still be here when the market turns around – and stay here for a long time – here is a suggestion: Go on a sabbatical for six months and take a job selling […]

Customer Franchising: How to Build Referral-Based Sales

Brand loyalty. Procter & Gamble has it with “Crest.” General Mills has it with “Cheerios.” Fed-Ex has it. Nordstrom has it. Even Alpo has it, and if a dog food can establish loyal customers, why can’t home builders?   Sure, we’re different. We sell the most expensive product around; we offer the most difficult, emotional […]

Benefits of Eliant vs. Internal Surveys

We live in a DIY culture – there are shows, magazines and classes ad nauseum on how to do everything yourself.  However, when it comes to customer satisfaction, leave it to the experts to help you learn what your customers really think about your homes.   The following are just a few insights on the differences […]

10 Key Tips For Increasing Homeowner Referrals

Several years ago, I wrote an article for Builder Digest: “Forget About Satisfying Your Customers”, in which I referred to a list of ten steps suggested by Eliant for improving homeowner referrals. Since that article appeared, we have received hundreds of requests for our list and have been happy to send our suggestions to all […]

Boots on the Ground Help You Control Your Future

Spend more time listening to your staff, not your lawyers By Bob Mirman, CEO, Eliant By Eric Mitchell, VP of Innovation, Eliant   “All bumps are unexpected. If you knew they were coming, you’d avoid them completely.” – Rebecca Crane   This is a true story. As the Division President of one of our client builders, […]

Creating Sales From Referrals

“Learn from the mistakes of others.  You can never live long enough to make them all yourself.” ~Groucho Marx   You can bet your life that Groucho was right. Time is short. Why not speed up the  learning curve and learn from others’ mistakes and successes? Use Customer Evaluations to Motivate Your Staff Yelp. Trip Advisor. […]